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© 2008 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice Business Availability Center Overview.

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Presentation on theme: "© 2008 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice Business Availability Center Overview."— Presentation transcript:

1 © 2008 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice Business Availability Center Overview Speaker’s name, title Date

2 IT’s top priority is to align and enable the business effectively Business objectives Zero tolerance to performance issues and availability disruptions Expect IT service level reports that are meaningful and relevant Business demands IT accountability and transparency IT operations Maximize customer experience Correlate IT metrics to business processes Control costs and manage service outages proactively No common language Time and resource constraints “… business users’ expectations of IT have matured, and now the pressure is on for IT to report their quality of service in business metrics." “Snugly Fitting Your Customers for BSM”, Forrester Research, February August 11, 20082

3 Challenges to alignment with ever- increasing business demands Business impact “43% of all tickets in a service desk are from customers.” -IDC Report for HP, October 2007 Problem identification Business service dependencies Inadequate visibility into business service health Unable to track business services Inability to determine business impact of an IT fault Customers are being used as monitoring devices Takes too long to assign problems Difficult to pinpoint a performance issue Inaccurate relationships between services and IT elements Out-of-date view of IT resources and business dependencies 80% of mean time to repair (MTTR) is spent on trying to determine what changed* 80% of downtime is caused by unplanned or poorly executed change* August 11, 20083

4  What % of IT problems are identified by end users first?  What applications does this affect? Is it a revenue generating service?  What is the length of time the business is impacted by a disruption? Cost per hour? Do you deliver “business level” information? Business impact Problem identification Business service dependencies 82.0% Overall claims processing Middleware99.3% SQL Server99.1% Unix99.4% Network99.4% WEB99.2% Database99.8% MVS99.1% Customer Perspective Business services may be impacted even when system availability looks “green” The business wants to know the health of the whole business, not the underlying infrastructure As a result, the business has minimal visibility into the actual business service health and will discount IT’s ability to manage the services August 11, 20084

5  Where is your first point of notification when a service disruption occurs?  How many different methods are used to assign a priority or identify a problem?  How often are priorities assigned incorrectly to a problem? Delays? Impact? Where do you begin looking to fix performance issues? Business impact Problem identification Business service dependencies Composite business processes cross multiple applications Service Oriented Architectures and Virtualization are becoming more common As a result, the MTTR is extended and the business is impacted.net J2EE Oracle MS Backup recovery Linux.net Finance Dir Custom Geo Tools COP Audit IDM GIS Adjudication Custom Mission-critical business process layer Business services layer Application services layer Infrastructure services layer August 11, 20085

6  Do you have visibility within the business process, application components or business transactions, to isolate the performance problem?  How do you keep up with the rate of change?  How do you manage a true “version of the truth” on how IT assets are used today? What am I really managing? Business impact Problem identification Business service dependencies Business services span many IT assets - dependencies are complex and dynamic Constant on-going changes to meet the demands of the business As a result, end to end visibility is required to keep up to date CRM Order management e-CommerceFinance August 11, 20086

7 Business Finance Operational/IT Lost or delayed transactions lead customers to switch to other vendors. Company brand negatively impacted. Increased operational costs as well as lost profit/revenue Spending more time on problem isolation and triage not innovation to improve the business The impact and cost of downtime is really a ripple effect through the business eco-system July 4, An unavailable service causes negative business impacts What is the impact of down-time?

8 Consolidated event and performance Manage Network as a service Service impact analysis Business service management Top-down BSM approach Bottom-up BSM approach UCMDB Service dependency mapping Discovery services Integration with key ITSM processes Incident Problem Change Configuration Release Service level management Event HP Software comprehensive approach End-user experience Top-down problem identification Business transaction management Business service level management August 11, 20088

9 Map service dependencies Automate discovery of IT business services, their components, and their interrelationships Provide a “single version of the truth” of the IT environment through a federated CMDB Accelerate problem resolution Identify and prioritize critical business issues proactively Accelerate MTTR by automatically correlating operational information to the business Manage by business impact Provide visibility into business processes and services through role-based views Measure business impact and risk from the end user perspective Establish and maintain business-centric service level agreements HP’s approach to top-down business service management Industry leading end user management, problem isolation tools and service dependency mapping automation August 11, 20089

10 10 Business Availability Center Business Process Monitor – Synthetic End- user simulation End Users Internet/ Firewall Lan/networkUser/Web front-end ServicesMiddlewareBackend and Data Middleware J2EE,.NET /MQ/Tibco/Sonic CICS Application Aware Network Management – relating the application to the network (Network Node Manager/RUM) Discovery & Dependency Mapping – population of UCMDB for services, infrastructure and related dependencies RUM/BPI /TV and Diagnostics collect information about real users, business processes and transactions Agents /Agentless (OPC/ SiteScope) – Infrastructure Monitoring including EMS integrations Business Availability Center Universal CMDB BAC Dashboard Problem Isolation Tools Service Level Management Topology Views Detailed Reporting Alert Notifications Web-based Administration Architectural Overview August 11, 2008

11 Incident management use case From diagnosis to automated resolution Multiple un-integrated systems and data stores, manually coordinated hand-offs → inconsistent troubleshooting, high MTTR Identify service performance degradation 1 Troubleshoot problem to isolate root cause 2 Identify changes to be implemented 3 Create TT/RFC to implement change 4 Implement and automate change to close RFC 5 Update CMS (Federated CMCB) 6 End UserCMDB“Fire Storms”Help Desk 1. Service performance notification 2. Gather data to assign SME 3. Bouncing the incident 4. Ticket is finally assigned to the correct SME 5. Impact analysis and change management 6. Update CMDB - timely & correctly? August 11,

12 Closed-loop integrated incident management with HP BAC HP Business Availability Center  Effective business service modeling August 11,

13 Closed-loop integrated incident management with HP BAC HP Business Availability Center  Effective business service modeling  Proactively manage end user and customer experience Synthetic monitoring Real-user monitoring August 11,

14 Closed-loop integrated incident management with HP BAC HP Business Availability Center  Effective business service modeling  Proactively manage end user and customer experience  Manage the health of individual business transactions and their inter- relationship to IT services August 11,

15 Closed-loop integrated incident management with HP BAC HP Business Availability Center  Effective business service modeling  Proactively manage end user and customer experience  Manage the health of individual business transactions and their inter- relationship to IT services  Assign application problems quickly and accurately to the correct support groups August 11,

16 Closed-loop integrated incident management with HP BAC HP Business Availability Center  Effective business service modeling  Proactively manage end user and customer experience  Manage the health of individual business transactions and their inter- relationship to IT services  Assign application problems quickly and accurately to the correct support groups  Provide detailed diagnosis of applications and business transactions August 11,

17 Closed-loop integrated incident management with HP BAC HP Business Availability Center  Effective business service modeling  Proactively manage end user and customer experience  Manage the health of individual business transactions and their inter- relationship to IT services  Assign application problems quickly and accurately to the correct support groups  Provide detailed diagnosis of applications and business transactions  Manage and report service levels in a way that is meaningful to the business August 11,

18 Closed-loop integrated incident management with HP BAC HP Business Availability Center  Effective business service modeling  Proactively manage end user and customer experience  Manage the health of individual business transactions and their inter- relationship to IT services  Assign application problems quickly and accurately to the correct support groups  Provide detailed diagnosis of applications and business transactions  Manage and report service levels in a way that is meaningful to the business Benefits 1.Improved/higher uptime of services 2.Proactive end user management 3.End-to-end visibility into business processes and transactions 4.Manage infrastructure and business- based service levels 5.Closed loop incident/problem management via tight integration with ticketing and change management systems August 11,

19 “With HP Software, we’re increasingly confident that we know how our applications are performing. We can proactively understand how our infrastructure design and choices impact end users. Eventually we will see solid improvements in our performance and availability metrics, but even today user perception of availability is improved, which is half the challenge.” City of Boston Public sector - David Nero, Director of Enterprise Applications, City of Boston ObjectiveApproachResults Seek ways to optimize performance Ensure high standards of end user experience Increase availability as its IT infrastructure becomes more complex The city has implemented key HP Software management tools. IT improvements Some WebLogic scripts run 10 times faster than expected IT has better visibility into infrastructure performance and availability Business outcomes Improved user perceptions of system availability Virtualized deployment of Business Availability Center reduced capital investment costs Improved availability reporting helps set city IT priorities Foundation in place for driving improved performance & accountability August 11,

20 Some of our 1,000+ customers include: VF Corporation August 11,

21 Does HP SaaS for Business Availability Center make sense for you? You have: Ability to juggle global audiences, complex deployments Ongoing scripting, configuration, administration, maintenance, and upgrades of BAC Ready to use BAC with a team that provides expertise and can fortify internal project teams Ongoing guidance and expertise in evolving from infrastructure management to BSM Broad monitoring infrastructure requirements Need to focus on the business not IT Aggressive roll out deadlines 24/7 global monitoring needs A global Business Service Management (BSM) vision for a distributed team HP SaaS Provides: Scalable monitoring from 80+ global locations from multiple ISPs to meet business needs Around the clock operational support and availability to monitor your business services August 11,

22 Making Business Availability Center plug and play HP Software ready to use Application lifecycle management & upgrades Infrastructure management 24 x 7 Operations support Data recovery & backup 99.9% Availability Guarantee Always there – 24/7 Business Availability Center − 80+ global monitoring locations − Non-intrusive monitoring over the firewall − BAC Application servers − Databases Servers, Storage & Network Part of your team ITIL Certified & BAC Technical Account Manager Scripting Ongoing expertise & mentoring driving adoption Configuration & Integrations Capacity management Disaster recovery Security & audit management Change management High availability Performance management HP SaaS global best practices & processes August 11,

23 The HP difference Our mission is to be the strategic software and services partner to global enterprise customers The BSM leader, offering both top-down and bottom- up BSM solutions Link business health with service desk processes that manage incidents, problems and change Manage from the customer experience perspective, to better understand key business metrics Undisputed industry leadership as the #1 BTO and enterprise management company in the world Rapid deployment through managed service deployments or packaged solution offerings Business Availability Center is a key part of IT operations August 11,

24 Why HP Business Availability Center Map service dependencies through automated discovery to provide a “single version of the truth” Accelerate problem resolution and MTTR through proactive identification and correlation Manage by business impact through role-based views, and business-centric service levels August 11,

25 Q & A


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